haku: @indexterm complaints / yhteensä: 83
viitteet: 15-24 / 83
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15.
The desired qualities of customer contact employees in complaint handling encounters
Journal of Marketing Management
2006 : JUL, VOL. 22:5-6, p. 619 – 642
 2006 Gruber, T.
Szmigin, I.
Voss, R.
16.
Cross-national analysis of hotel customers' attitudes toward complaining and their complaining behaviours
Tourism Management
2006 : FEB, VOL. 27:1, p. 11-24
 2006 Yuksel, A.
Kilinc, U. K.
Yuksel, F.
17.
Transforming personal experience into a pedagogical tool: ethical complaints
Journal of Business Ethics
2004 : SEP I, VOL 53:3, p. 283-295
 2004 Jurkiewicz, C.L.
Giacalone, R.A.
Knouse, S.B.
18.
Retail sales explanations: resolving unsatisfactory sales encounters
European Journal of Marketing
2004 : VOL. 38:11-12, p. 1541-1561
 2004 Dunning, J.
O'Cass, A.
Pecotich, A.
19.
When customers disappoint : a model of relational internal marketing and customer complaints
Journal of the Academy of Marketing Science
2004 : VOL. 32:2, p. 112-126
 2004 Bell, S. J.
Menguc, B.
Stefani, S.
20.
Sources, characteristics, and dynamics of postpurchase price complaints
Journal of Business Research
2003 : MAY, VOL. 56:5, p. 411-419
 2003 Estelami, H.
21.
Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent
Journal of Retailing
2002 : VOL. 78: 4, p. 239-252
 2002 Maxham III, J. G.
Netemeyer, R. G.
22.
Understanding complaining responses through consumer' self-consciousness disposition
Psychology & Marketing
2002 : MAR, VOL. 19:3, p. 267-292
 2002 Marquis, M.
Filiatrault, P.
23.
When organizational voice systems fail: more on the deaf-ear syndrome and frustration effects
Journal of Applied Behavioral Science
2001 : SEP, VOL. 37:3, p. 324-342
 2001 Harlos, K.P.
24.
The influence of cardinal-, central- and surface-level personality traits on consumers' bargaining and complaint intentions
Psychology & Marketing
2001 : NOV, VOL. 18:11, p. 1155-1185
 2001 Harris, E. G.
Mowen, J. C.
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